Cases in Call Center Management.pdf

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Cases in Call Center Management
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Cases in Call Center Management
Cases in Call Center Management
Great Ideas (Th)at Work
Richard Feinberg
Ko de Ruyter
Lynne Bennington
Ichor Business Books
An imprint of Purdue University Press
Copyright 2005 by Purdue University. All rights reserved.
Printed in the United States of America
Library of Congress Cataloging-in-Publication Data
Cases in call center management : great ideas (th)at work / by Richard Feinberg,
Ko de Ruyter, Lynne Bennington.
p. cm.
ISBN 1-55753-342-3 (pbk.)
1. Call centers--Management--Case studies. I. Feinberg, Richard,
1950- II. Ruyter, Ko de. III. Bennington, Lynne.
HE8788.C37 2004
658.8'12--dc22
2003026951

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